Guest Experience Agent – Luxury Front Desk

SO/ Auckland; Auckland; On-site; NZD 42,000 - 56,000; Full time

Benefits offered by this job

Staff meal provided per shift

Dry-cleaning of uniform

International accommodation and retail

Family & Friends Hotel Discounts

Opportunities for development and 세계 경

Annual free night with breakfast and 3

Job summary

SO/ Auckland is seeking a warm, energetic Guest Service Agent to deliver service excellence from check-in to check-out. You will be the first point of contact for guests, handling reservations, accounts, and promoting hotel services with a smile.

Join a design-led luxury hotel in Auckland CBD and help create exceptional stays with a focus on guest satisfaction, loyalty program introduction, and proactive front‑of‑house support.

Qualifications

• Previous customer service experience (hospitality experience a bonus).
• Confidence using computer systems, including Microsoft Office and Opera Cloud
• The ability to multitask, stay calm under pressure, and resolve issues quickly.
• Strong communication skills and professional personal presentation.
• A genuine passion for hospitality and a natural ability to make guests feel valued.
• A positive attitude, team spirit, and a dedication to exceeding guest expectations.
• A Full, clean, New Zealand Drivers Licence (or overseas equivalent)

Responsibilities

• Deliver service excellence at every stage of the guest journey, from check-in to check-out.
• Be the first point of contact for guests, providing warm welcomes and tailored assistance.
• Handle front office tasks such as processing reservations, managing guest accounts, and promoting hotel services.
• Answer guest queries and phone calls with professionalism and efficiency.
• Reconcile cashier floats at the end of your shift, maintaining accuracy and compliance.
• Introduce non-members to the ALL - Accor Live Limitless loyalty program and highlight its benefits.
• Handle special guest requests professionally (e.g., amenities, gifts, celebration arrangements).
• Maintain strong relationships with external service providers to ensure reliable and high‑quality offerings.
• Act as a proactive lobby presence, greeting guests, offering assistance, and supporting front‑of‑house flow.

Skills

Customer service

Communication

Multitasking

Calm under pressure

Professional presentation

Team player

Hospitality enthusiasm

Tools

Microsoft Office

Opera Cloud

Job description

SO/ Auckland is seeking a warm, energetic Guest Service Agent to deliver service excellence from check-in to check-out. You will be the first point of contact for guests, handling reservations, accounts, and promoting hotel services with a smile.

Join a design-led luxury hotel in Auckland CBD and help create exceptional stays with a focus on guest satisfaction, loyalty program introduction, and proactive front‑of‑house support.